topic Re: Fibre Upgrade in My Order

Fibre Upgrade

nathannchan — Mon, 03 Jul 2023 09:17:34 GMT

I’ve recently upgraded from 500mbps to 900mbps

Today is the day the agreed switch, however my connection speed has significantly dropped. Does anyone know when it will switch today?

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 11:05:57 GMT

@nathannchan - sorry we missed you the order day, is it all up and running now?

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 14:10:46 GMT

My account says I’m on the 900 package however my speed is about 150mbs and not increasing. It’s slower than before I upgraded

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 16:29:31 GMT

@nathannchan - I've check here an it's all good, can you reboot the router and do another test on ethernet. Also is it our router you're using, I know of a few routers that don't support more than 150MBPS

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:31:03 GMT

I have the Hub 2, when I was in the 500 package I was running around 300-400. As soon as I’ve upgraded it’s fallen significantly

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:34:42 GMT

Router has been reset and still getting no where near the minimum guaranteed speed of 500mbs

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 16:37:08 GMT

@nathannchan - Can you try rebooting the router and running another test. The account profile here needs a new session to take affect if it was changed after your last rebooted a day or so ago. Let me know if it does resolve it though, also are you running the speed test over ethernet to a computer?

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 16:38:27 GMT

@nathannchan I can see you you've rebooted now thanks, is the test done over ethernet?

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:39:08 GMT

I’m running the rest over wifi on my mobile. I don’t see how Ethernet is relevant here. The point is that my speed is slower than before I chose to upgrade.

I did also receive an email saying interleaving is turned off at my request when I never requested such a thing

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 16:44:00 GMT

@nathannchan I don't mean any offence but this is completely relevant. WIFI is the number one reason for speed issues. I need you to check the speed over ethernet to confirm the connection to the property is fine as that is what the speeds estimates are relating to not what your phone see over WIFI. Do you have a computer to test it on over ethernet? Ta

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:47:26 GMT

my macbooks don’t have an Ethernet port. Nor do I have a dongle for it.

My understanding was that upgrading required no hardware to be installed. I have the latest hub, so expected the speed to increase, not decrease

Re: Fibre Upgrade

Mustrum — Wed, 05 Jul 2023 16:50:28 GMT

@nathannchan given the router is only capable of WiFi 5 speeds you will never see more than you were seeing. So your expectations are unrealistic.

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:51:40 GMT

So why are plusnet advertising 900 speeds?

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 16:53:51 GMT

I’m really struggling to see how this is ok? I upgraded mid contract for a service which is worse than before. What are my rights to reverting to my old contract..

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 17:02:42 GMT

DM me @nathannchan - As far as I can see here your router is getting the full speed. It's not like the old days with copper and interference, it's either there or it isn't or it's being restricted for some reason but I've checked all that. Would you mind sending me a picture of the back of the router and a wider shot so I can see where the router is positioned as I'm pretty sure we're dealing with a WIFI issue although testing by ethernet would confirm that.

The speed estimates are to the router not what you will get on speed tests because of the 1001 different things that can affect your speed that are out of our control but I'll be happy to help get this sorted, I just need you to have faith that I'm on your side, I've been doing this for a long time.

There are things that I can chance from myside if things are looking alright with the router.

Oh by the way, if you would rather DM me the pictures feel free. Cheers

Re: Fibre Upgrade

RealAleMadrid — Wed, 05 Jul 2023 17:04:25 GMT

@nathannchan There are no guarantees for speed over a wi-fi connection. The headline speeds are only valid over a wired ethernet connection. You say you were were getting 300 - 400Mbps on your previous contract, I don't believe that is possible on the HUB2 wi-fi.

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 17:11:08 GMT

Thanks James I’ll DM you

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 17:12:25 GMT

@nathannchan @RealAleMadrid - My thinking here is that if you we're on 500BMPS before you were missing 200 so you we're having issues before that are just more apparent now you're on 1000Mbps rather than looking at it as though you've downgraded you in some way. I'll find your DM now thanks

Re: Fibre Upgrade

nathannchan — Wed, 05 Jul 2023 17:15:46 GMT

I’m not sure how to DM you here James, could you send me one first? I have the photos

Re: Fibre Upgrade

James30 — Wed, 05 Jul 2023 17:26:40 GMT

@nathannchan - Sure no danger.